DATA USAGE PROBLEM

Hello @Gonzo521, I watch my data usage pretty closely, especially since my brother moved in with me lol, so I can appreicate how concerning that would be. Have you by chance tried deleting and reinstalling your app to see if that changes anything? It's an outside shot, but still worth trying. Also, have you seen any data overage fees?

Hi, Marcos. Thank you for replying. I have not had any overage fees. The only app I'm using is the one that Xfinity supplies as the Xfinity Assistant in the online support page(s). I have not downloaded specific apps. I was referring to the table that the Xfinity Assistant provides online in response to my request, "View data usage." From previous posts here, it seems as if Xfinity has a glitch in its processes for populating the online data usage tables. 

@Gonzo521, of course, that's what we're here for 😊. Are you able to view your data usage on the Xfinity app or through the Xfinity site once you log in? I'm wondering if there is a different in the reflected data usage through the app/website. 

@XfinityMarcos​  

Just like everybody else all my numbers have more than doubled for all previous months including this month.

I am not using the app but am logging into the xfinity website to view my usage so the problem is not within the app but in the way Xfinity is calculating usage on their servers.

Thank you for reaching out to us @user_i2xnj6  There is a known issue impacting the data usage calculator for some of our customers. Our engineers are actively working to resolve this issue soon.

Thank you for reaching out to us @user_73e70c! There is a known issue impacting the data usage calculator for some of our customers. Our engineers are actively working to resolve this issue soon.

I wonder if they will let us know when this issue is solved. How do we know that this hasn't happened in the past or could happen again. I wonder if users have been charged for an error in the program and will they be compensated. This does make a person lose faith in the accuracy of the data use program.

Hello @vgpmckinney This issue is still in progress, unfortunately and is being worked on. Keep checking back on the meter, and it will be corrected ASAP. We have no indication that there are any charges in error due to this but if anyone feels there is a situation where they were, we would be happy to take a look at it. Thanks!

One of the reasons that this is really irritating is that once you get the "You have used 75 percent of your data for 30 dollars more all will be well" we try to back off usage. So have there been cases where we have done this needlessly?

@vgpmckinney It would depend on how you had been using the internet that month. I know for me, during the summer when kids are home and we have guests using our internet, we definitely use a lot more internet during those times, as well as the holiday season. When the additional use of my internet drops it is a significant difference. 

@user_k2zdz0 Our engineering team is aware of the data concern, and are working to correct the issue. 

Hello @user_07c1d7 Thank you for sharing with the community and asking about the charges once over the 1.2 TB data plan. If you use more than 1.2 TB of data you would be charged an additional $10.00 per 50 GB block of data used. The details are here under Will I be alerted when I approach, reach or exceed my data usage plan? The max charge for this is $100.00. As an example, if you use the 1.2 TB and go over that plan by 70 GB, you would be billed $20.00 on your next statement. 

Are you serious right now? I'm hoping this is just a bot responding. You as an Xfinity have a issue with tracking your data that is nationwide.... I am not actually going over my data but because you are doubling it it looks like I'm going to go over my data today even though in reality I am not.

So the question again, is will I be charged for going over my data even though I'm not actually going over ??? ibecause Xfinity is not tracking it properly which has been completely proven within this thread and acknowledged in previous Xfinity employee post. 

@user_07c1d7 From my understanding the engineering team is investigating the issue. I have not been advised at this time if billing will or will not be impacted. However, the regular process for billing with data plan overage is as I shared $10.00 per 50 GB block of data. 

@user_07c1d7​ Funny that you mention it being a money grab.  When I started this thread the first things they said were " Do you happen to have the xFi app" and "The most we can do is get you unlimited data for an extra $25 a month."  Also, the first months of this occurring, for me anyways, were back in June/July when the new Xfinity app was launched AND... when Peacock stopped being free to subscribers.    

@flatlander3​ It's still happening too, told me I used 50+ gb just yesterday and that is unusual even for a weekend, let alone a Tuesday.

@flatlander3​ I am experiencing the same problem. My current data chart seems to be correct, but my previous months usage shows at least double what it did before this week. Hopefully this is resolved soon.

@flatlander3​ this is very similar to what I see as well. Time to contact the local News investigative team?

@nickp1 Thank you for your reply. As we have mentioned, our Engineering Team is aware of the issue with the data usage meter and is working to resolve the concern as quickly as they can. We hope to have this resolved very soon.

Thanks, hopefully this is resolved soon. I watch my data like a hawk.

@user_e89bbf We'd be happy to look into this further as well. I see we've been working with you in a DM, we just require some additional information there to further assist. Just a reminder, sending an unsolicited DM is against our Forums guidelines.

@XfinityBillie​ No, Just fix it! I am not DMing for a known issue. This is beyond ridiculous. 

@user_e89bbf I understand the frustration, but in order for us to investigate we do need your account information.

@jima-55 Good morning! Thank you for taking the time to bring your data concerns to our Community Forum Team's attention. This can definiately cause some concern. While we work through the issues, it is helpful if we can notate your account. This is helpful to be sure we address all the accounts that have reported the concern. To get started, can you please send a Direct Message with your name and service address? 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I followed your instructions and got a generic message to contact your Comcast Security Assurance team.

I guess we will all just have to wait until we are billed. Until then, I, like most folks, don't have time to play games with Xfinity. I pay enough for what I am getting. I do know DMing is a waste of time. 

@jima-55​ The only place it was showing correctly is the 'Status Center' @ https://customer.xfinity.com/#/devices#usage and the box under 'Internet & voice' with the moden info states a more accurate.  HOWEVER, the issue seems to have been corrected as my monthly usage is now closer to what it usually is and the previous months have returned to their previous totals.  The data for the modem and the data meter still doesn't match but it's not off by much... but the data usage numbers on the set top box are still not correct.

And this was the generic response I just got:

For questions regarding data usage specifics, you would need to contact our Comcast Security Assurance team. They can be reached between 6:00 AM - 2:00 AM ET/Seven days a week at CSA Data Usage Escalations: 1-877-807-6581

Yes.. and I’ve talked to them two separate times now where they assured me the data overage is a known issue they are working to fix and that I would not be charged extra. He could not email though so gave a a case number instead. Also interestingly the amount of use he said I had when doubled and plus 5Gb= what shows up in the app. He said I used 360gb and the app says I used 360*2+5=725

Hello @toyer_ for questions regarding data usage specifics, you would need to contact our Comcast Security Assurance team. They can be reached between 6:00 AM - 2:00 AM ET/Seven days a week at CSA Data Usage Escalations: 1-877-807-6581

My data numbers on the various locations on their site seem to have returned to more accurate figures, the numbers from the set top box data meter were still wrong and doubled.  After resetting the set top box the data meter has returned to figures that match the corrected numbers now on the website for the current month and previous months.  Seems to be fixed... for now.

@Vando22​ I used the app and chatted with support. They are saying I've used 500-600GB each month so 100% a strange application backend issue they are having. The numbers we see isn't what the reality is, which is better news but is very very very obnoxious that I have to go through this circus and waste my time tracking my internet data usage at home.

@user_b0374v Thank you for reaching out to us here on our Community Forums. Our fix teams are engaged on the data usage issue and are working to resolve the concern as quickly as they can.

Same issue here - in September and now October, I have supposedly gone past 90% usage in the first 10 days of either month. There is no way. The graph on the Infinity Assistant popup window will give you different usage numbers nearly every time you use it, even for previous months. This hasn't cost me extra money yet, but my courtesy over-the-limit "pass" has now been used to cover September. I called and was escalated, with the final person saying it is being escalated again, and I should get a phone call from some technical person.

Hello @user_781845, data overage fees are never fun to see, especially if you feel like your data isn't being calculated correctly. I'd love a chance to look into this deeper with you. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

@KevClawz Thanks for letting us know! I'm happy to hear a resolution is in process.